Call Center Service Agent
PRIMARY RESPONSIBILITIES. Utilize Fetch operating standards, call flows and knowledge base information, to support customer inquiries Maintain product knowledge through self-directed training and by accessing desktop tools... Follow guidelines to achieve goals, optimizing every customer interaction With each interaction, act as a brand ambassador, strengthening the positive feelings customers have about Fetch pet insurance Treat every interaction with professionalism and sincere concern for the outcome Actively collaborate with your immediate team and raise awareness of issues affecting the customer experience Participate in team meetings, elevating ideas around how to create a more productive work flow and/or work environment Take advantage of upskilling opportunities, which may include additional insurance credentials DAY-TO-DAY RESPONSIBILITIES. Take a high volume of inbound calls, giving each customer your full attention and working toward a first call resolution Follow-up with policy holders through outbound calls and emails Demonstrate professionalism and accountability with each interaction Track your daily progress against set goals Must be able to work a minimum of 40-42 hours per week with varied shifts, ranging from 8 AM-8 PM ET daily REQUIREMENTS. Active Property & Casualty insurance license preferred A minimum of one (1) year of call center experience Previous customer service experience required Able to multitask accessing systems, conversing with customers, and actively listening in real-time Ability to work through customer issues, sometimes complex, in a calm, focused manner Demonstrated success working in a remote environment Ability to interface with a wide range of customer types; demonstrating empathy and patience Attention to detail, able to communicate product-specific information in a factual and influential way Excellent verbal, interpersonal, and written communication skills Able to anticipate needs, innovate and flourish in a high-volume, fast-paced environment Proficient in applications such as phone applications, G-Suite applications, and various Internet browsers Bachelors degree preferred WORK-FROM-HOME SET-UP. Subscription to a reliable high-speed internet connection (minimum of 100 Mbps download and 30 Mbps upload speed)= A quiet, dedicated place to work in your home that is not easily disrupted by background noises or regular distractions Office space must be large enough to accommodate two 19 monitors, laptop, mouse, keyboard, phone and headset Ability to set up and connect (with instructions and remote IT team assistance) equipment that is shipped to your home As a company, we understand the importance of work-life balance and prioritize the mental health + well-being of our employees, ensuring you can thrive both professionally and personally. Not just pets, we want our employees to live their best lives, too here at Fetch, you will have: 401k matching Personal paid time off - 20 days accrued annually, 9 holidays, 1 floating holiday One additional day of PTO is added each year on your anniversary with the company; a maximum of 30 days Volunteering - eligible to earn up to 8 floating holiday hours per calendar year Educational Assistance Programs Department incentive perks Fetch Pet Insurance discount - 50% off, up to $1000 savings/year If you are passionate about furry friends and eager to educate pet owners on the value of protecting their beloved companions, this job is perfect! Join us at Fetch, where we help pets live their best lives and empower our employees to live theirs. Job Type: Full-time Pay: From $20.00 per hour Expected hours: 42 per week Benefits: 401(k) 401(k) matching Dental insurance Disability insurance Employee discount Flexible schedule Health insurance Health savings account Life insurance Paid time off Paid training Tuition reimbursement Vision insurance Work from home Schedule: 8 hour shift Monday to Friday Weekends as needed Work Location: Remote Apply Job!